Matthew Hicks
Belmont,NC
Summary
Talented computer user support team member with excellent record diagnosing and resolving issues. Knowledgeable in hardware, software, and peripheral devices. Satisfy users with fast, expert service.
Overview
11
11
years of professional experience
Work History
Associate App Support Specialist
Charter
10.2022 - Current
- Responsible for providing technical support for both employee and external customer business applications
- This role understands solutions from end to end, including the system architecture, transaction life cycle, and business processes associated with business applications
- Basic troubleshooting techniques to isolate and resolve application issues
- Required to learn and understand the business rules governing the applications
- Resolve 70% of reported issues, escalating when necessary and facilitating resolution of operations impacting defects that require involvement from development resources
- Develop strong knowledge of products and features and services and how used by employees and customers
- Proactively monitor the solutions and service desk trouble-ticketing solution for operations-impacting outages or defects
- Serve as liaison with SOC (Security Operations Center), Customer Care and IT
- Obtain knowledge of solutions including ability to articulate release contents, common work arounds, system functionality, system architecture, transaction workflow, and business operations supported by the end-to-end solution
- Communicate and interact with various development teams, project managers, business analysts, support groups and end-users.
Help Desk Support Specialist
Charter
03.2019 - 10.2022
- Assisted enterprise end users with software, hardware, and website troubleshooting to resolution
- Ticket and email routing
- Training of new hires
- Performed functions in active directory regarding user password resets, account unlocks, OU movement, and adding/removing AD permissions
- Well versed in troubleshooting problems with windows operating systems
- Unix password reset and retrieval for users
- In charge of the IT Support Desk WIP Cherwell with research and resolution of user issues or transfer to the proper fix agent
- Mobile device troubleshooting and setup with MaaS360
- Add, remove, and troubleshoot Symantec VIP access token issues with end users
- Taking escalated calls
- Escalating outage tickets to IT SOC
- Submitting access request for new users coming into the Help Desk
- Managing/ escalating emails that come into the IT Support Desk inbox
- Assist fellow colleagues with questions they have
- Assist fellow colleagues in group chat.
Associate Help Desk Specialist
Charter
12.2016 - 03.2019
- Responsible for providing technical support for both employee and external customer business applications
- This role understands solutions from end to end, including the system architecture, transaction life cycle, and business processes associated with business applications
- Basic troubleshooting techniques to isolate and resolve application issues
- Required to learn and understand the business rules governing the applications
- Resolve 70% of reported issues, escalating when necessary and facilitating resolution of operations impacting defects that require involvement from development resources
- Develop strong knowledge of products and features and services and how used by employees and customers
- Proactively monitor the solutions and service desk trouble-ticketing solution for operations-impacting outages or defects
- Serve as liaison with SOC (Security Operations Center), Customer Care and IT
- Obtain knowledge of solutions including ability to articulate release contents, common workarounds, system functionality, system architecture, transaction workflow, and business operations supported by the end-to-end solution
- Communicate and interact with various development teams, project managers, business analysts, support groups and end-users.
Enterprise Risk Operations Center (EROC)
Charter
07.2014 - 12.2016
- Educating customer on internet security issues, confirming international long distance calls (ILD)
- Educating victims about the identity theft processes
- Assisted in making training videos for new hires
- Contributed to making a new quality assurance (QA) format for all tier 1 agents in the EROC department.
Signaturehome rep.
Time Warner Cable
01.2013 - 07.2014
- Assisted customer with billing, internet, phone, and cable issues
- Assisted supervisor in improving overall stats for the team
- Handled escalations
Education
Associates degree in Computer and electronics engineering technology -
ITT Technical Institute
09.2012
Skills
- Technical assistance
- Ticketing Systems
- Ticket Management
- Service Desk Operations
- Incident Management
- SLA Compliance
- Software Troubleshooting
- Team Collaboration
- Remote Support
- Telecommunications Knowledge
- Operating System Knowledge
- Network Troubleshooting
- Task Prioritization
- Problem Solving
- Time Management
- Mobile Device Support
- Interpersonal Skills
- Escalation Handling
- Training and coaching
- Support Services
- Hardware Troubleshooting
- Troubleshooting and diagnostics
- Application Support
- Active Listening
- Product Knowledge
- Security Protocols
- Adaptability and Flexibility
- Effective Communication
- Technical Expertise
- Attention to Detail
- Critical Thinking
- Computer Diagnostics
- User Support
- Customer Needs Assessment
- Technical Troubleshooting
- User Training
- Technical Documentation
- Device Installation
- Hardware Configuration
- Help Desk Support
- Incoming Call Management
- Customer Service
- Troubleshooting Network Issues
- Employee Computer Support
- Remote Technical Support
- Empathy and Patience
- Operating Systems
- Application support
- Analytical Skills
- Resourcefulness
- Network Connectivity
- Multitasking
- Network troubleshooting
- Software knowledge
- Analytical thinking
- Customer Education
- Problem-solving
- Teamwork and Collaboration
- Microsoft Windows and Office
- Friendly and Patient
Timeline
Associate App Support Specialist
Charter
10.2022 - Current
Help Desk Support Specialist
Charter
03.2019 - 10.2022
Associate Help Desk Specialist
Charter
12.2016 - 03.2019
Enterprise Risk Operations Center (EROC)
Charter
07.2014 - 12.2016
Signaturehome rep.
Time Warner Cable
01.2013 - 07.2014
Associates degree in Computer and electronics engineering technology -
ITT Technical Institute
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